IT Client Service Manager (24-061)

CTI is seeking an experienced IT Client Service Manager to join our team. As the IT Client Service Manager, you will be responsible for overseeing the delivery of IT services to our clients and ensuring their satisfaction. You will work closely with our clients to understand their needs, manage expectations, and coordinate the resolution of any issues or escalations. This is a key role in ensuring the successful delivery of IT services and maintaining strong client relationships.

We are seeking a highly motivated and organized IT Client Service Manager to join our team. In this role, you will be responsible for overseeing all aspects of client service delivery, ensuring a smooth and efficient IT experience for our users.

Responsibilities to include but are not limited to:

• Manage and mentor a Junior IT Technician, providing guidance and support for their professional development.
• Track and prioritize daily IT help desk issues, ensuring timely resolution and client satisfaction.
• Oversee all aspects of IT onboarding and offboarding, including user account creation, application access provisioning, and equipment setup/decommissioning.
• Maintain a comprehensive and accurate IT inventory, including hardware, software, and peripherals.
• Manage the purchasing process for CTI workstations and IT peripherals, ensuring best value and adherence to company policies.
• Maintain and troubleshoot CTI workstations and peripherals.
• Act as a first point of contact for client IT inquiries and issues.
• Proactively identify and implement solutions to improve IT service delivery.
• Develop and maintain strong relationships with internal and external clients.
• Document IT processes and procedures.
• Generate reports and track key IT metrics to identify areas for improvement.

This is position is hybrid and located in California, Maryland

Requirements

Necessary skills and experience:

• Minimum of 3 years of experience in IT service management or a related role.
• Experience managing client relationships and delivering IT services to clients.
• Experience managing and mentoring junior IT staff.
• Experience with IT onboarding and offboarding processes.
• Strong understanding of IT service desk operations and best practices.
• Strong knowledge of IT infrastructure and support processes.

Beneficial skills and experience:

• Excellent communication, interpersonal, and problem-solving skills.
• Ability to prioritize tasks, manage multiple deadlines, and work effectively in a fast-paced environment.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Working knowledge of IT hardware, software, and peripherals.
• A+ or equivalent certification
• Experience working with government clients
• Project management experience
• Experience in the defense or aerospace industry
• Knowledge of IT security and compliance requirements

Benefits

CTI is a rapidly growing company offering the following:

• Medical, dental and vision insurance
• H.S.A. (partially funded by CTI) and Flex Spending
• Company-paid life insurance/AD&D and disability insurance
• Optional supplemental life, critical illness, hospital indemnity and accident insurances
• Paid vacation, sick leave and holidays
• 401k plan with Safe Harbor contribution
• Tuition reimbursement/professional training options
• Employee Assistance Program
• Travel Assistance
• Financial Planning Assistance
• Voluntary Pre-Paid Legal
• Flexible schedules with telecommuting options
• Service awards program

CTI is an Equal Opportunity employer and shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.